Let’s do the math. The cost of customer acquisition often turns out to be higher than expected, and exceeds the ability to monetize those customers.
Research show that 65% of a company’s business comes from existing customers, and it costs five times as much to attract a new customer than to keep an existing one satisfied.
Statistically, if customers get a solution to their problem in the first call, 92% are likely to continue using the company, 86% are likely to recommend the brand, and 88% are likely to spread positive word of mouth about the brand. First call resolution rates improve the perception of your company which leads to higher levels of loyalty and advocacy.
Barriers to outstanding customer service
Despite all this, customer service is often the first ball to be dropped. Consider the receptionist who is preoccupied with everyone’s lunch orders; or the salesman who is concerned because he is missing his new-business target. Consider the technician who is distracted by a glitch in the system; or an accounts person who has just done a recon for the fifth time!
None of these employees means to give poor customer service. However, a badly-timed telephone call can create a harmful impression of your organization. One which is bound to negatively impact your bottom line in the long run.
Luckily, when your staff members are engrossed in other responsibilities, or when there is an overflow of telecommunication, we at Sunshine Communication Services Inc., are dedicated only to receiving your calls, processing them, and redirecting them according to your instructions. Using an outsourced answering service creates a professional, customer-focused first impression – no distractions.
To find out more about keeping your customers beaming, contact us today.